Our client is looking for an experienced telephone based customer services professional to effectively answer inbound and make outbound calls to follow up claims which have information outstanding and need clarification/extra information in order for the process to be completed

Quality and customer satisfaction are a key to the role with the aim to answer all client questions on your first contact with the customer via phone, e-mail or web chat.

Duties and Responsibilities

To lead by example at all times and adhere to company standard at all times including attendance and late.

To be organised and ensure that time management is a key focus to deal with client queries in an efficient manner

To effectively handle both inbound and outbound calls within a target driven environment

To answer queries relating to the company’s products and services in a professional manner building up a positive relationship with your clients

To impact on service level by utilising customer service techniques such as problem solving, first call resolution, asking the correct questions, rapport building, complaint handling, active listening and positive clear communication

To ensure each call is delivered within company call quality guidelines ensuring compliance, first class customer service with no instances of misadvising clients. .

To work successfully within a team and offer support to colleagues when and if needed.

To have an impact and take responsibility for own performance; strive towards exceeding monthly objectives as agreed in a monthly review.

Strong communication skills both internally and to external clients, to ensure we communicate effectively and professionally at all times.

To respond to customer queries via various channels including e-mail, letters; communicate with clients via web-chat